Customer Support Manager

Sobre el puesto

<div class="content-intro"><p><a class="notion-link-token notion-focusable-token notion-enable-hover" href="http://apollo.io/" data-token-index="0"><span class="link-annotation-7a57a4e3-9668-4c92-9fb1-a9318bf3a91b--723603012">Apollo.io</span></a> is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises. Founded in 2015, the company is one of the fastest growing companies in SaaS, raising approximately $250 million to date and valued at $1.6 billion. <a class="notion-link-token notion-focusable-token notion-enable-hover" href="http://apollo.io/" data-token-index="2"><span class="link-annotation-7a57a4e3-9668-4c92-9fb1-a9318bf3a91b--723603012">Apollo.io</span></a> provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, <a class="notion-link-token notion-focusable-token notion-enable-hover" href="http://apollo.io/" data-token-index="4"><span class="link-annotation-7a57a4e3-9668-4c92-9fb1-a9318bf3a91b--723603012">Apollo.io</span></a> turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members.</p></div><div> <p>As a <strong>Customer Support</strong><strong> Manager</strong>, you will play a critical role in driving the success of our customer support team. You will be responsible for monitoring team performance, implementing coaching plans, and maintaining a deep understanding of our processes and products. </p> <p><span class="notion-enable-hover" data-token-index="0"><span style="text-decoration: underline;"><strong>Required</strong></span>:</span></p> <p>•<strong> 4+ years in a customer-facing SaaS role (Customer Support, Customer Success, or Customer Experience) </strong></p> <p><strong>• 2+ years in a people management role with direct responsibility for Team Leads or senior ICs • Demonstrated experience owning team performance against KPIs including CSAT, SLA adherence, handle time, and response times</strong></p> <p> • Proven ability to execute OKR initiatives and drive departmental improvement programs</p> <p>• Deep customer experience expertise with a proven ability to diagnose CX gaps, own escalation resolution end-to-end, and drive measurable improvements in customer satisfaction</p> <p>• Executive escalation handling with comfort owning high-stakes customer situations, communicating clearly to senior stakeholders, and closing escalations with minimal oversight</p> <p>• Data literacy with the ability to track, interpret, and act on performance metrics independently</p> <p>• Experience with support tooling and CRM platforms (e.g., Intercom, Salesforce, Zendesk) <span class="notion-enable-hover" data-token-index="2">Preferred:</span> • Experience in a high-growth SaaS or PLG environment</p> <p>• Familiarity with AI-assisted support tooling or automation platforms</p> <p>• Exposure to workforce management, support operations, or knowledge base programs</p> <p><span style="text-decoration: underline;"><strong>Responsibilities</strong></span></p> <ul> <li style="font-weight: bold;"><strong><span class="notion-enable-hover" data-token-index="0">Customer Experience & Escalation Ownership</span> </strong></li> </ul> <p>• Own resolution of complex customer escalations, acting as the senior judgment layer between Team Leads and the Director of Support.</p> <p>• Drive measurable improvements in CSAT, response times, handle time, and product engagement through targeted coaching and process interventions.</p> <p>• Identify recurring customer experience gaps and partner with CX, Knowledge Base, and Support Ops teams to close them through scalable solutions.</p> <p>• Leverage AI-assisted support tooling and interaction data to surface trends, inform coaching decisions, and improve customer outcomes at scale.<strong> </strong></p> <p> </p> <ul> <li><strong><span class="notion-enable-hover" data-token-index="2">People Leadership & Team Development</span></strong></li> </ul> <p><strong>• </strong>Lead, coach, and develop a team of Team Leads responsible for frontline support execution, quality, and cultural health.</p> <p>• Conduct structured 1:1s with all direct reports with clear agendas, actionable feedback, and documented follow-up commitments.</p> <p>• Build individual development plans for Team Leads with defined milestones, career pathways, and accountability checkpoints. <strong> </strong></p> <p> </p> <ul> <li><strong><span class="notion-enable-hover" data-token-index="4">Operational Excellence & OKR…